We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 125400 results
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Decision Reference DRN-5074034
10 Oct 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5074034 The complaint Mr and Mrs T complain that AXA Insurance UK Plc has failed to progress a claim under their home insurance policy. Where I refer to AXA, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened The detailed b... (3 pages)View decision -
Decision Reference DRN-4874715
10 Oct 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4874715 The complaint Mr and Mrs A complain that Barclays Bank UK PLC (Barclays) hasn’t been able to provide them with complete title deed documents for their property when their mortgage was settled in February 2023. They would like the original documents to be returned and compens... (4 pages)View decision -
Decision Reference DRN-4987374
10 Oct 2024 Connells Limited UpheldMortgagesDRN-4987374 The complaint Mr and Mrs W complain about the way Connells Limited handled their application for a re- mortgage. What happened In August 2022, Mr and Mrs W approached a mortgage broker who worked for an appointed representative of Connells. For simplicity I will just refer t... (5 pages)View decision -
Decision Reference DRN-5066477
10 Oct 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5066477 The complaint Mr M complains that Santander UK Plc failed in its duty of care towards him to warn about his gambling activity over the period from July 2023 to January 2024. He says he spent excessive sums gambling and Santander did not warn him or offer any support to him. ... (4 pages)View decision -
Decision Reference DRN-5016178
10 Oct 2024 JAJA FINANCE LTD UpheldBanking and PaymentsDRN-5016178 The complaint Mr I complains that JAJA FINANCE LTD trading as Asda Money Credit Card have irresponsibly lent to him. Mr I is represented by his spouse in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments she has made as being made by... (3 pages)View decision -
Decision Reference DRN-5064728
10 Oct 2024 Society of Lloyd's UpheldInsuranceDRN-5064728 The complaint Mr H has complained about the amount Society of Lloyd’s (SOL) has offered in settlement of his claim for a van insured under a van insurance policy. He has also complained about the way SOL handled the claim. Any reference to SOL includes the underwriter at SO... (4 pages)View decision -
Decision Reference DRN-5073322
10 Oct 2024 Aviva Insurance Limited UpheldInsuranceDRN-5073322 The complaint Mr B complains Aviva Insurance Limited unfairly asked for a fee to update his phone number for his motor insurance policy. What happened I issued a provisional decision. I said: “I’ve considered all the available evidence and arguments to decide what’s fair a... (2 pages)View decision -
Decision Reference DRN-5045137
10 Oct 2024 Nationwide Building Society UpheldMortgagesDRN-5045137 The complaint Mr R and Mrs M complain that Nationwide Building Society unfairly declined their application to extend the borrowing on their mortgage, and port their existing lending to a new property. They said they had to pay more interest and an early repayment charge (“ER... (6 pages)View decision -
Decision Reference DRN-4962125
10 Oct 2024 Vitality Corporate Services Limited UpheldInsuranceDRN-4962125 The complaint Mrs T is unhappy that Vitality Corporate Services Limited trading as VitalityLife (‘Vitality’) didn’t act on an instruction to remove a financial advisor from the policy. What happened Mrs T’s husband had a professional connection with a company whose services ... (2 pages)View decision -
Decision Reference DRN-3944985
10 Oct 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3944985 The complaint Mrs A has complained about Creation Consumer Finance Ltd’s (‘Creation’) response to a claim she made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an unfair relationship taking in to account Section 140.... (6 pages)View decision
